Special Ordering Local DIDs and Toll-Free Numbers

What Does it Mean to Special Order Numbers?

Special ordering means that you request a SIPStation team member to assist you with obtaining new local DIDs or toll-free numbers, instead of using our self-service checkout process at http://www.sipstation.com.

Reasons you might do this include:

• There are no numbers currently available in your selected rate center or toll-free prefix, and you don't want to keep revisiting the store to check.

• There are numbers available, but not in the quantity you need.

• You would like help in finding consecutive numbers.

• You would like help in finding a specific "vanity" toll-free number.

• Other special requests.

When you special-order new local DIDs or toll-free numbers, a member of the SIPStation team manually processes your order. You will fill out a special order form to make your request. This automatically creates a new support ticket on your behalf in our online support center. If we successfully obtain what you are looking for, we place the new number(s) into the SIPStation account and location that you were logged into when you made your request, unless otherwise specified.

Fees

If we are able to fulfill your order, setup fees of $1 per non-consecutive DID, or $2 per consecutive DID, will be charged to your account in addition to the first month's service fees for the number(s).

If we are not able to fulfill your order, no fees will be charged.

Timeframe

The special ordering process is not designed for "immediate" needs or urgent requests. It is a great option if you have some flexibility and will be able to wait an average of a few weeks to obtain your new numbers. The timeframe for special orders can be somewhat unpredictable. In some cases, we are able to fulfill your special order in just a few short days, while in other cases, it might take several weeks to a month or more.

We will definitely communicate with you along the way and let you know what to expect. Occasionally, a special order will fail, even after a waiting period of several weeks, due to lack of availability of new numbers, and we are not able to predict this. If you are not able to wait more than a certain period of time, you can let us know. If you find an alternative solution or change your mind while waiting, you can let us know you'd like to cancel your order.

Limitations

Special-ordering is done on a "best-effort" basis. We can often help you find what you are looking for. However, here are some of our limitations:

• If you cannot find a rate center in the drop-down menu in our store, it means we are unable to provide coverage there, and will not be able to obtain new numbers there.

• If you special-order multiple local DIDs, they will be from the same rate center, but may have different NPA-NXXs, unless you specify consecutive DIDs.

• Consecutive DIDs are not guaranteed to start with an "even" number such as "-1000." They may begin with any random number.

• We are not able to order new "vanity" numbers. We can only search from our available inventory.

• We are not able to create any "waiting lists" for new numbers.

• For local numbers, we can search the rate center you select. We cannot search multiple states, or the entire US/Canada inventory at once.

Please keep in mind the above limitations, and feel free to advise us of your own limitations in what numbers you will be able to accept.

How to Special-Order Local DIDs

• At the bottom of your search results, you will see a "Click Here" link. The text next to it varies depending upon how you got here, but the link will take you to the same special order form. Click the Click Here link.
  
  For example, no current inventory:
  
  

  Open

  

  
  
  Another example, no numbers meet the filter criteria:
  
  

  Open

  

  
  
  Third example, there are results, but you still have access to the special order link at the bottom:
  
  

• The special order form will appear:
  
  

• Fill out the information requested on the special order form.

  • Rate Center: This is pre-populated with the rate center you chose earlier, and can only be adjusted if you go back to the search form.

  • Number of DIDs needed: Enter the quantity of numbers that you would like to order.

  • Contiguous block required? Yes / No: Indicate whether you are requesting consecutive numbers. This will also guarantee that the numbers are from the same NPA-NXX.

  • Additional Information: (OPTIONAL) Enter any questions or comments that will help us understand your request. For example, if you have specific limitations, or would like to indicate a "second choice" in case we aren't able to fulfill your first choice, please let us know here.
     

• Click the Submit ticket button. This will place your order with us. We will use our online support center's ticketing system to communicate with you.
  
  

• Log into http://support.schmoozecom.com and/or check your e-mail to view your ticket.

• We will check upon the availability of new numbers for you. We will typically be able to give you an initial response within 2 business days. Some numbers may available right away, while others may need to be backordered. If we are unable to fulfill your request, we will reply with more information and do our best to suggest alternatives.

How to Special-Order Toll-Free Numbers

• At the bottom of your search results, you will see a "Click Here" link. The text next to it varies depending upon how you got here, but the link will take you to the same special order form. Click the Click Here link.
  
  For example, no current inventory:
  
  

  
  
  Another example, no results for the filter criteria:
  
  

  
  
  Third example, there are results but you still have access to the special order link at the bottom:
  
  

• The special order form will appear:
   

  
   

• Fill out the information requested on the special order form.

  • Rate Center: This is pre-populated with the toll-free prefix you chose earlier, and can only be adjusted if you go back to the search form.

  • Number of DIDs needed: Enter the quantity of numbers that you would like to order.

  • Contiguous block required? Yes / No: Indicate whether you are requesting consecutive numbers.

  • Additional Information: (OPTIONAL) Enter any questions or comments that will help us understand your request. For example, if you have specific limitations, or would like to indicate a "second choice" in case we aren't able to fulfill your first choice, please let us know here.
     

• Click the Submit ticket button. This will place your order with us. We will use our online support center's ticketing system to communicate with you.
  
  

• Log into http://ussupport.sangoma.com and/or check your e-mail to view your ticket.

• We will check upon the availability of new numbers for you. We will typically be able to give you an initial response within 2 business days. Some numbers may available right away, while others may need to be backordered. If we are unable to fulfill your request, we will reply with more information and do our best to suggest alternatives.